Five9 - Project Manager - PMP/Prince2 Certified

What You'll Do :As a WEM Strategic Project Manager, you will be accountable for ensuring the success of strategic customer initiatives, with a strong focus on the Verint suite.You will :- Lead and oversee full lifecycle delivery of strategic WEM projects, ensuring scope, timelines, and business goals are achieved.- Provide strategic guidance to customers on best practices for maximizing value from Verint products.- Coordinate internal and external resources including consultants, solution architects, and trainers to ensure customers receive expert support.- Mentor and develop junior Project Managers, providing leadership and ensuring consistency in delivery standards across the team.- Partner with stakeholders across Product, Support, Engineering, and Implementation to create and execute enterprise-level project roadmaps.- Act as the primary executive liaison, ensuring alignment between customer leadership and Five9 executives on program vision, strategy, and outcomes.- Ensure governance and compliance of project delivery by driving process consistency, documentation, and clear handovers.- Manage executive-level customer communications, providing regular business reviews, risk assessments, and clear escalation management.- Identify risks, dependencies, and scope changes early, providing proactive mitigation strategies and ensuring alignment with business outcomes.- Drive accountability for project timelines, customer satisfaction, and measurable success Accountability :- Ensure strategic projects align with and contribute to Five9 revenue goals, supporting quarterly and annual commitments.- Track and report on project revenue impacts, ensuring accurate forecasting and alignment with Statements of Work (SOWs).- Partner with Sales and Finance teams to identify risks to revenue recognition and proactively implement corrective actions.- Influence customer project timelines and go-live success to ensure timely revenue recognition and sustained customer value.- Maintain a strong focus on accelerating time-to-value for customers while protecting Five9's revenue You Bring and Product Expertise :- Required : Hands-on Verint suite project delivery experience.- Required : Working knowledge of Genesis, NICE, and Five9 platforms; experience with Calabrio, CSI, or Aspect is highly desirable.- Strong understanding of SaaS platforms, CRM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and enterprise contact center operations.- Familiarity with advanced capabilities such as Performance Management, Speech/Text Analytics, and Desktop Analytics.- Spanish-speaking skills are a plus.Strategic Project Management Skills :- Proven track record of managing complex, high-value strategic programs in fast-paced enterprise environments.- Skilled in governance, scope management, and cross-functional coordination.- Strong ability to mentor, coach, and guide junior PMs to elevate team capability.- Demonstrated success delivering against defined KPIs such as 95 percent on-time delivery, 90 percent customer satisfaction, revenue alignment, and project milestones.- Ability to manage executive stakeholders and influence outcomes without direct authority.Tool Knowledge :- Required : Proficiency in project and collaboration tools including JIRA, Monday.com, SharePoint, Smartsheet, and Salesforce.- Required : Experience with PSA tools.Soft Skills :- Excellent customer service skills with a solutions-focused, professional approach.- Strong executive presence with the ability to confidently present to and influence senior leadership.- Exceptional communication, facilitation, and stakeholder management skills across technical and business audiences.- Highly resilient and adaptable, with the ability to manage competing priorities under pressure.- Strategic thinker who can align project delivery with long-term business outcomes and customer success.- Skilled at building consensus and influencing without direct authority across global, cross-functional teams.- Strong conflict resolution and negotiation abilities, ensuring positive outcomes in challenging situations.- Natural collaborator who fosters trust and teamwork across internal and customer organizations.- Proactive problem solver who anticipates roadblocks and drives creative solutions.- Strong organizational and time management skills, balancing multiple priorities in fast-paced :- Bachelor's degree in a related field or equivalent professional experience.- Verint accreditations strongly preferred, or willingness to obtain within the first 6 months.- Equivalent years of experience may substitute for certifications.- Project Management Professional (PMP), PRINCE2, or comparable project management certification is preferred.- Agile or Scrum Master certifications are a plus.Industry Experience :- Extensive background in WEM, customer experience, and enterprise contact center environments is mandatory.- Experience aligning enterprise WEM solutions with business outcomes and strategic revenue goals.- Experience managing enterprise-level projects across global regions and multiple time Join Five9 :- Industry leader in cloud contact center innovation, serving top global brands.- Remote-first role with exposure to high-profile enterprise customers.- Continuous learning with access to training, certifications, and cross-platform expertise.- Collaborative, high-performance culture where your expertise directly impacts customer success. (ref:hirist.tech)